Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set

Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met

Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents